XO Wide Area Network (“WAN”) Services IP Virtual Private Network Services
Ethernet VPLS Services
1.0 PRODUCT AND SERVICES
1.1 Product Descriptions.
(a) XO IP VPN. XO IP VPN is a layer 3 data networking service that supports traditional private data networking services - like Frame Relay and Ethernet - over a MultiProtocol Label Switching (“MPLS”)-enabled IP backbone. (b) XO Ethernet VPLS. XO Ethernet VPLS is a layer 2 data networking service that supports traditional private date networking services over a MPLS core network.
1.2 Customer Access Methods.
(a) IP VPN supports the following customer access methods: • Frame Relay
• Ethernet (Port and VLAN)
(b) Ethernet VPLS supports Ethernet access only.
1.3 Access Methods and Port Speeds
VPN and VPLS Service supports the following access methods and port speeds:
Port Speed IP VPN VPLS
DS1 and DS3 X N/A
Ethernet X X Other port speeds and configurations (e.g., bonded DS1s) may be provided on an individual case basis (“ICB”).
1.4 Applications Performance Management Feature (IP VPN Only)
XO Applications Performance Management ("APM") is an optional feature which may be added to Customer's IP VPN Services for an additional monthly charge. APM refers to the discipline within systems management that focuses on monitoring and managing the performance and service availability of software applications. XO APM provides IT tools to detect, diagnose, remedy and report the performance of an application. APM is available in three "Tiers", each providing different levels of functionality. Also, minimum term commitments are required for the APM feature. The terms and conditions for APM are set forth on XO's website at www.terms.xo.com, and are hereby incorporated into this Exhibit and the Agreement.
1.5 XO Wireless Backup Service Feature
XO Wireless Backup is an optional feature which may be added to Customer's IP VPN or IP Flex with VPN Service for an additional monthly charge. The XO Wireless Backup Service helps ensure Service availability in the event of an outage on the Customer's local loop and provides a secure connection from remote XO equipped customer locations to an XO equipped centralized hub location. Customer may purchase XO Wireless Backup Service by executing a Service Order indicating the selected Wireless Backup package, location(s), and the applicable pricing and term commitment plan. Usage in excess of Customer's allotted bandwidth based on the plan chosen will incur a per meg overage charge as set forth on XO's website at www.terms.xo.com. Early termination charges apply if Customer terminates XO Wireless Backup Services prior to the fulfillment of the committed Service Term. The terms and conditions for XO Wireless Backup Service are set forth on XO's website at www.terms.xo.com, and are hereby incorporated into this Exhibit and the Agreement.
2.0 Bundled Services
• Ethernet VPLS Standalone • IP VPN Standalone • Ethernet VPLS & IP VPN • Ethernet VPLS, IP VPN & DIA • Ethernet VPLS & DIA • IP VPN & DIA
3.0 Class of Service
Customer may utilize XO's Class of Service ("CoS") to prioritize traffic in the event of congestion over the port. Additional charges may apply. The following Classes of Service are available:
• Real Time CoS - intended for applications that are very sensitive to latency and jitter. Examples would include VoIP and Citrix applications.
• Critical CoS - intended for applications that can withstand a bit higher latency and jitter, but still need guarantees on both delay and jitter. Example would be video applications.
• Priority CoS - designed for applications which need to take priority over the network, but are not susceptible to variations in latency or jitter. Example would be database applications.
• Standard CoS - intended for applications which can withstand moderate to high variations in latency or jitter. Examples include email and web browsing.
Class of Service does not guarantee delivery of traffic in the event of over utilization of the port.
4.0 ESCALATION PROCEDURES FOR ETHERNET VPLS & IP VPN
4.1 Priority Levels. XO assigns priority levels to distinguish and prioritize service severity levels. The prioritization occurs as
follows:
If the Operations Desk personnel acts upon an alarm, receives a call from Customer or initiates a maintenance service procedure:
Assignment of Priority Levels
PRIORITY DEFINITION
1 Service is down.
2 Service is operating in a degraded mode and affects the Customer.
Additionally, XO will update open trouble tickets priority levels in the following intervals:
Priority Update Intervals
PRIORITY LEVEL UPDATE OF TROUBLE STATUS
1 every thirty (30) minutes.
2 every two (2) hours.
3 every business day or at the time defined for action.
Escalation Levels and Intervals
For all problems that are not resolved within the intervals allotted for each Service type, the chart below identifies the order and intervals for management notification:
Severity Level
Team Leader
Manager Director Vice President
Priority 1 1 Hour 2 Hours 4 Hours 8 Hours Priority 2 2 Hours 4 Hours 8 Hours 12 Hours
5.0 FEES AND BILLING
Pricing for Services provided pursuant to this Exhibit shall be in accordance with the Service Order provided by XO. Monthly recurring charges ("MRC") are billed in advance. Additionally, if Customer fails to allow or accept installation when an XO technician arrives as scheduled to install Services, Customer may be charged the standard, non-recurring installation charge for the Service.
6.0 MONTHLY REPORTING
6.1 XO monitors and manages the XO IP VPN Service and provides monthly reports to Customers online through the XO online
reporting system ("XO Stats").
6.2 XO provides monthly reports on Ethernet VPLS to Customers online through XO Stats.
7.0 DEMARC/CPE
7.1 Customer agrees that the demarcation point, i.e., the physical interface point between the Customer Local Area Network
("LAN") and the Service Provider Wide Area Network ("WAN"), is the point which separates the Customer LAN and the Service Provider WAN. Typical demarcation points are considered to be RJ-x, Ethernet hand-off interfaces or Telco Smartjack.
7.2 XO is responsible for managing and troubleshooting up to the demarcation point that separates the Customer's LAN and the
XO managed service point including the CPE. Any issues beyond the demarcation point, LAN-facing and relating to or originating from the Customer LAN and having an impact on the XO Managed Router Service is the responsibility of Customer.
7.3 XO shall not, in any way, be responsible for the configuration, installation, management, maintenance, troubleshooting or
support of Customer owned or managed servers, workstations or Network devices and its applications residing on Customer's LAN.
7.4 XO may at Customer's option provide Customer premise routers on either a rental or purchased basis, which may be
managed and monitored by XO for IP VPN Services (router management and monitoring is not available for Ethernet VPLS Service). Additional charges apply for rental of XO provided routers, as well as management and monitoring service associated with the XO provided routers. XO shall not be responsible for management, troubleshooting or monitoring of XO provided routers if Customer does not purchase the XO management/monitoring option. Purchased routers will be provided pursuant a separate equipment purchase agreement between the Parties.
(a) Working with Customer to determine the best design and configuration based on Customer's needs and requirements. This includes the following:
• Network assessment.
• Topology and application review. • Network feasibility and network design. • Recommendation of CPE.
• Completion of site survey.
(b) Ordering and coordinating installation, test & turn-up of local access circuits. (c) Ordering CPE (if CPE rental option is chosen).
(d) Staging and configuring CPE (if CPE rental option is chosen). XO will not order, stage, or configure Customer-provided CPE.
(e) Providing on-site installation of CPE by XO field technicians, or XO approved third-party vendors.
(f) Ensuring that Customer has WAN connectivity between Customer's sites as each site becomes available for installation. (g) Notifying Customer of Firm Order Commitment (“FOC”) dates for local access circuits for each site.
(h) 24x365 Network monitoring of access circuits and XO managed CPE.
(i) Responding to all Move-Add-Change requests, some of which may require a new installation of Service. (j) Trouble ticket management, including: logging and tracking & escalation of Customer reported Service troubles.
(k) Service management, including: management of CPE management platforms, and software, patches & maintenance, as further defined in Section 8.4 below.
(l) Escalation process management: XO will maintain required escalation paths in accordance with existing XO business processes.
8.2 Customer is responsible for:
(a) Designating a technical point of contact to work with XO to lend support for a successful implementation.
(b) Providing timely and accurate technical information to XO's Sales Engineers in order to complete the Site Survey required for WAN Services.
(c) Ensuring access to Customer's sites for XO and its vendors to install and test local access facilities on the FOC dates provided by XO.
(d) If Customer is providing its own CPE, then Customer is responsible for all initial and ongoing configuration management of Customer's CPE.
(e) If Customer chooses to rent CPE from XO, then Customer will ensure that access to each of Customer's sites is available for XO technicians or XO approved third-party vendors on agreed upon test & turn-up dates.
(f) IT support and troubleshooting on any equipment not expressly provided by XO for use with WAN Services, including but not limited to Customer owned servers, workstations and Network devices.
(g) Management, troubleshooting, and monitoring of XO provided Customer premise routers, where XO management/monitoring option is not selected by Customer.
(h) Ensuring that it has adequate backboard and/or rack space for XO or Customer-provided CPE.
(i) Ensuring that it has the proper power requirements for XO or Customer-provided CPE. Power should reside within 3' of where XO or Customer-provided routers will be placed.
8.3 Network trouble-shooting responsibilities:
(a) For Customers providing their own CPE: Customer is responsible for addressing and resolving any Network troubles residing on the LAN Network side of the demarcation point including the Customer managed CPE. Customer is also responsible for any configuration issues (such as an IP routing issue) on Customer's CPE or within Customer's LAN which disables usage of the WAN connection(s).
(b) For XO provided CPE where Customer does not purchase XO management/monitoring services: Customer is responsible for management, troubleshooting and monitoring of the XO provided CPE and notification to XO of any outages or performance degradation or failure on the XO provided CPE.
(c) Any Network troubles residing on the WAN side of the demarcation point, i.e., the Wide Area Network or Service Provider Network, are the responsibility of the Service Provider.
8.4 XO CPE Management/Monitoring. In the event that Customer rents or purchases router(s) from XO and also chooses the
Management/Monitoring option for an additional fee for IP VPN Services, Customer will receive initial and ongoing XO standardized configuration support of CPE devices rented or purchased from XO. XO will also monitor CPE devices. The method used to monitor CPE devices is IP Polling, which contacts said CPE devices every 5 minutes. In the event that a CPE device cannot be contacted via IP Polling, XO Customer Care will proactively contact Customer via e-mail and/or telephone notifying Customer of the outage, and steps being taken to resolve the outage. Customer will be notified within 30 minutes of when XO determines that no connectivity is occurring with the router at the Customer premise.
9.0 CUSTOMER’S REPRESENTATIONS & WARRANTIES. Customer is responsible for any adverse effects caused by
changes to Customer's Firewall policies, and that such changes may result in a lower level of security and may allow unsecured access to its Network. In the event of any such change, Customer acknowledges and agrees that it shall assume all risks and liabilities associated with or resulting from any such changes.
10.0 NNI Services. XO may offer IP VPN Services to Customer at locations served by other carrier networks through
Network-to-Network interfaces (“NNIs”) established between XO and such other third-party carriers. IP VPN Services provided to Customer through an NNI are considered Off-Net, and subject to the terms and conditions of the interconnect agreement(s) between XO and such other carrier(s). For such locations, Customer acknowledges that limitations may apply to Class of Service usage, DIA availability, SLA reporting, as well as other terms and limitations, in accordance with the terms of such interconnect agreement(s).
11.0 RETURN OF EQUIPMENT AND SOFTWARE. Upon the expiration or termination of any order, Customer shall, within
ten (10) day(s) of such expiration or termination, return, at Customer's expense, any equipment which may be owned by XO, in the same condition as when initially installed or delivered (less reasonable wear and tear), as well as any software, and other information and material provided by XO.
12.0 DISCLAIMER AND LIMITATION OF LIABILITY
12.1 CUSTOMER ACKNOWLEDGES THAT DATA TRANSMISSION SECURITY SERVICES SUCH AS THOSE PROVIDED
UNDER THIS EXHIBIT ARE NOT FOOLPROOF AND, THEREFORE, ARE NOT GUARANTEED. IN ADDITION TO THE DISCLAIMERS AND LIMITATIONS SET FORTH IN THE AGREEMENT, NEITHER XO NOR ITS SUPPLIERS WILL BE LIABLE FOR ANY DAMAGES (INCLUDING, WITHOUT LIMITATION, ANY LOSS OR DAMAGE TO DATA) RELATING TO OR ARISING FROM THE USE OF THE SERVICES PROVIDED HEREUNDER (THIS EXCLUSION DOES NOT APPLY TO ANY SERVICE WARRANTIES OR SERVICE LEVEL AGREEMENTS FOR ANY COMMUNICATION SERVICES PROVIDED BY XO UNDER THE AGREEMENT).
12.2 CUSTOMER UNDERSTANDS AND AGREES THAT XO IS PROVIDING SERVICES, AND ANY RELATED HARDWARE,
SOFTWARE AND DOCUMENTATION TO CUSTOMER AND CUSTOMER HEREBY WAIVES ANY LIABILITY AGAINST XO AND AGREES TO HOLD XO HARMLESS FROM ANY AND ALL LIABILITY ARISING FROM LOSS OR DAMAGE DUE TO DELAY OF SERVICE COMMENCEMENT OR INABILITY TO PROVIDE THE SERVICE, FAILURE OF ALL OR PART OF THE SERVICE, INCLUDING ANY BETA SERVICE, OR ANY RELATED SERVICE PROVIDED HEREUNDER.
12.3 XO PROVIDES, AND CUSTOMER HEREBY ACCEPTS, ANY XO OR THIRD PARTY HARDWARE OR SOFTWARE
MERCHANTABILITY, TITLE, NON-INFRINGEMENT OR FITNESS FOR A PARTICULAR PURPOSE. NOTHING HEREIN SHALL BE INTERPRETED TO ENHANCE OR CREATE ANY WARRANTY WITH RESPECT TO ANY THIRD PARTY SOFTWARE. XO DISCLAIMS ANY AND ALL LIABILITY ARISING OUT OF THE DELIVERY, INSTALLATION, SUPPORT OR USE OF ANY SOFTWARE. XO ASSUMES NO OBLIGATION TO CORRECT ERRORS IN ANY SOFTWARE. CUSTOMER UNDERSTANDS AND ACCEPTS ALL RESPONSIBILITY FOR ANY SOFTWARE MEETING CUSTOMER'S REQUIREMENTS OR EXPECTATIONS.
12.4 NEITHER XO NOR ANY OTHER PARTY MAKES ANY WARRANTIES EXPRESS OR IMPLIED, INCLUDING BUT NOT
LIMITED TO ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. XO'S LIABILITY IN CONNECTION WITH THIS AGREEMENT, WHETHER IN CONTRACT, TORT OR OTHERWISE, SHALL NOT EXCEED THE AGGREGATE FEES, IF ANY, PAID BY CUSTOMER TO XO UNDER THIS AGREEMENT. IN NO EVENT SHALL XO OR ANY OF ITS LICENSORS BE LIABLE FOR ANY INDIRECT, SPECIAL OR CONSEQUENTIAL DAMAGES OF ANY KIND. THIS PROVISION LIMITING DAMAGES IS IN ADDITION TO ANY DISCLAIMERS AND LIMITATIONS ON LIABILITY IN THE AGREEMENT.
